A day in the life: Katrena

Katrena is a housing support officer who has been part of the MySpace team since 2003.

“I am working with 16 tenants at the moment. I see each of my tenants once a week.

For some of our customers, routine is important and makes them feel safe. They know when to expect me and I try to keep to the same day each week.

No two days are the same. Sometimes, I will visit four or five people in a day but it depends on what kind of support I’m providing. Starting a new tenancy or helping someone complete a PIP or Universal Credit review can take half a day.

We carry out monthly property inspections and arrange repairs and maintenance where that is needed. I’m responsible for updating risk assessments and reviewing support plans for each tenant. We’ll agree development goals and I’ll check-back to see how those are progressing.

I might support people who are recovering from substance abuse, or who are on probation. Some of our tenants have learning difficulties, mental health conditions or have experienced homelessness. A lot of them have had a tough time. As well as helping people find the help they need to overcome the challenges they face, my job is about respecting everyone as an individual, building relationships of trust and not judging anyone.

Although I work independently, I never feel alone. The MySpace management team is really good, and my colleagues are always there if I need some advice.

As a housing support officer, you meet new people all the time and play a part in changing lives. It can be hard to switch-off. I do find myself thinking about the job when I go home at the end of the day.

It’s incredibly rewarding to see a tenant gain the skills and confidence to live independently, without support. I worked with one young person who had been homeless. She was with us for some time and I got to know her well, saw the change in her. Eventually she moved to live nearer her family. She got a flat and is doing well. That’s what it is all about.”